- Company Name
- Toyota Financial Services (UK) PLC
- Job Title
- Service Desk Analyst
- Job Description
-
**Job Title:** Service Desk Analyst
**Role Summary:**
Provide first‑line technical support for incidents and service requests across Toyota Financial Services UK, KINTO UK, and outsourced partners. Hybrid onsite and remote assistance, handling 1st line duties with escalation to 2nd/3rd line where required. Contract of 3 months with rotating shift coverage, including Saturdays, holidays and on‑call Sundays.
**Expectations:**
Deliver professional, customer‑focused service, ensuring accurate incident logging, timely communication, and resolution within agreed SLAs. Participate in change, problem, and project management activities, maintain compliance with regulatory and SOX requirements, and uphold asset and knowledge‑base integrity.
**Key Responsibilities:**
- Log, categorize, prioritize, diagnose, and resolve incidents and service requests using the service‑management tool.
- Communicate status updates and resolutions to end users and stakeholders in a clear, concise manner.
- Escalate major incidents or unresolved issues to appropriate team or third‑party support.
- Identify recurring incidents, contribute to problem‑management meetings, and recommend preventive actions.
- Attend bi‑weekly problem‑management and weekly CAB meetings; present service‑desk related changes and gather stakeholder feedback.
- Support project work, applying agile practices where relevant, and represent service‑desk perspectives.
- Manage asset tagging, inventory, and compliance with Sarbanes‑Oxley and other audit requirements.
- Create and update technical and customer‑facing documentation; ensure accuracy, grammar, and distribution.
- Maintain a clean, secure work environment and adhere to the clear desk policy.
- Cover scheduled shifts (07:00‑18:00 Mon‑Fri, occasional Saturdays, bank holidays, and rotary Sunday on‑call 06:00‑18:00).
**Required Skills:**
- Proven incident and request handling expertise.
- Strong written and verbal communication; customer‑service orientation.
- Proficiency with ITSM platforms (e.g., ServiceNow), MS Teams, and telephone support.
- Basic problem‑management, change‑management, and CAB participation knowledge.
- Time‑management and prioritization for multi‑tasking.
- Ability to maintain accurate records and documentation.
- Awareness of regulatory compliance (SOX, Sarbanes‑Oxley) and audit processes.
- Adaptability to onsite and remote work, and to shift‑based schedules.
**Required Education & Certifications:**
- Minimum 3–5 years of IT service‑desk support experience.
- Bachelor’s degree in Computer Science, Information Technology, Business IT, or equivalent.
- ITIL Foundation certification (or equivalent service‑management certification) preferred.